Customer Success Lead

We believe that businesses of all sizes deserve better financial and payment products and services. Traditionally, businesses of all sizes are let down by slow applications, protracted onboarding, opaque pricing, restrictive contracts and forced to use outdated solutions that no longer meet the innovative requirements of modern business. 
We started our journey four years ago, and have since helped tens of thousands of Australian businesses reduce the complexity and time taken to take and make payments, manage complex fleets of payment hardware, store and save money and lead the conversation in business-to-business fintech. We’re now taking our next steps in expanding our industry and world leading capabilities into the United Kingdom.
Our company is backed by leading global VCs, and brings together experienced payment and tech industry professionals who are aiming to redefine business banking and the way businesses get paid by their customers.
If you are passionate, curious, hungry and seeking an opportunity to make your mark on Fintech in the United Kingdom, with the strength of a global team behind you - we’d love to talk to you. This is a unique opportunity to shape, direct and build better financial services for all UK businesses.
Role description
As our Customer Success Lead, you'll be the champion for our UK customers, making sure they succeed with our products and services. You'll report directly to the UK Managing Director and lead a team of Customer Success agents. This is a strategic and hands-on role where you'll develop operational strategies, influence product decisions by being the voice of the customer, and build a culture of excellence.This role is perfect for a natural problem-solver who is passionate about helping others and has a knack for operational excellence within the financial services or fintech industry. You’ll thrive in our fast-paced environment, using your clear communication and empathy to build lasting customer relationships. We're dedicated to giving you the resources and support you need to do incredible work and grow your career with us.

Responsibilities

• Customer Success Strategy
• Develop and execute the UK Customer Success strategy aligned with company goals.
• Own the customer journey from onboarding to renewal, ensuring seamless and industry leading experience.
• Define and monitor success such as CSAT, SL300 and AHT.
• Work proactively to embed Consumer Duty considerations into all customer success initiatives and performance metrics.
• Team Leadership & Coaching
• Lead and develop a high-performing Customer Success team.
• Provide coaching, performance feedback, and career development opportunities.
• Establish scalable processes to ensure quality support and proactive account management.
• Customer Advocacy
• Lead by example, assisting the team operationally across all inbound contact channels.
• Build deep, trusted relationships with high-value clients.
• Proactively manage risk and identify upsell / cross-sell opportunities
• Act as a point of escalation for complex customer issues and work cross-functionally to resolve them.
• Establish clear processes for identifying, logging, and triaging customer complaints in accordance with FCA guidelines (DISP rules).
• Cross-Functional Collaboration
• Partner with Product, Sales, Operations, and Compliance teams to relay customer insights and drive product / service improvements.
• Collaborate with Marketing to develop case studies and testimonials from successful customers.
• Operational Insight
• Analyse customer data to uncover trends and opportunities. SQL knowledge is a bonus.
• Report regularly on team performance and customer health to leadership.
• Influence customer lifecycle improvements and self-service initiatives.
• Regulatory Reporting & Record Keeping
• Ensure accurate and complete record-keeping of all customer interactions, complaints, and resolutions, in line with regulatory requirements.
• Contribute to regular internal and external reporting on consumer duty compliance and complaints data.

Experience And Skills

• 5+ years of experience in customer success, account management, or client services role in a financial service or fintech environment.
• Proven experience managing and developing a team.
• Strong understanding of UK financial regulations, including Consumer Duty and operational understanding of GDPR.
• Ability to build strong relationships and manage stakeholders at all levels. Including cross-functional Leads and external vendors. 
• Excellent problem-solving, analytical, and communication skills.
• Comfortable in a fast-paced, regulated environment with evolving priorities.
• Experience with CRM and CS tools (e.g., HubSpot, AWS) is a plus.

Like the rest of the team, you’ll benefit from
- An opportunity to shape and build the future of Zeller from the ground up in the UK- A competitive salary package, including equity from an early stage;- A balanced, progressive, and supportive work environment;- Endless learning and development opportunities;-Excellent parental leave and other leave entitlements;-Being part of a fast-growing and ambitious scale-up.
At Zeller, we celebrate diverse perspectives and experiences, and strongly encourage people of all backgrounds and identities to apply to join our team.
We want you to be able to show up at your best during the recruitment process. Please, let us know if you require any accommodations during your interview process with us.